Allyson Broadhurst Managing Director Charis Operating since 2003, - - PowerPoint PPT Presentation

Allyson Broadhurst

Managing Director

Charis

Operating since 2003, Charis provides businesses and other organisations across the UK with bespoke solutions to helping vulnerable customers. Currently Charis administer a range of schemes that include:

• charitable trusts
• hardship funds/welfare assistance schemes
• rebate schemes (Warm Homes Discount)
• social tariff schemes

Businesses can

• reduce the cost of helping vulnerable customers
• achieve corporate goals
• reduce their administrative burden
• benefit from Charis’ wealth of experience in assessment and other

supporting services

What are the outcomes of helping those in need?

In providing financial relief and other essential services to those in poverty and hardship it  targets help via accurate assessment against criteria, so those in need have the right support  can return individuals and families to financial sustainability  enables customers to become more financially empowered, and reduces debt related stress  facilitates lines of communication  provides information and data via regular reporting

Charis Schemes

Charitable Trusts British Gas & Scottish Gas Energy Trust (including Sainsbury’s) EDF Energy Trust Affinity Water Trust Hardship/Welfare Assistance npower Energy fund ( provisional award ) North Yorkshire Welfare Assistance Scheme Cambridgeshire Local Assistance Scheme South East Water ( provisional award) Anglian Water Assistance Fund (provisional award)

Schemes

Warm Home Discount Scheme British Gas npower Scottish Power First Utility Social Tariff Scheme South East Water’s Customer Metering Programme In 2012/13 Charis

• administered Trust/Fund awards in excess of £13.5m, assessing circa

45,000 applications

• administered over 300,000 Warm Homes Discount applications, from sign-

up to validation, and has had clean reports from Ofgem since scheme Yr1

• supplied mailing services, debt advice lines, customer help lines, training

and presentations to 3rd sector agencies and client’s internal staff

Existing schemes

Charis operate a unique ‘shared programme’ where an applicant is eligible for help from any fund via one application and assessment, provided they meet the criteria. Welfare Assistance Schemes – to help those in severe need on low incomes

• r means tested benefits with essential needs, in locality.
• North Yorkshire Local Assistance Scheme (NYLAF)
• Cambridgeshire Local Assistance Scheme (CLAS)

Both have similar aims and scheme design: provision of food parcels, household goods, paypoint payments for emergency energy provision, rent deposit/removal

• costs. Some essential repairs.

All applications made online: Authorised Agents in community make applications

• n behalf of clients, see documentary evidence, and understand individual
• needs. Facilitate quality applications, access and signpost to other services.

Telephone and email communication direct with dedicated Charis staff. Speed of turnaround – next day food parcels, within 2 -10 days for new goods, fitted.

Aims and outcomes

Schemes: key principles: – target vulnerable groups with critical need – awards in kind / three items, once per year – agency network / online system Outcomes at 6 months - Example CC (customer services data)

• 300 – 330 calls each month: families under exceptional pressure, the

homeless, those with physical disabilities.

• Majority of callers are eligible for the scheme and seeking goods that can be

provided.

• Ineligible customers

– 2% out of area

– 10% cash or loans only – 15% benefit advance (DWP) – 2.5% financial advice (e.g. debt issues) – Travel expenses (0.9%) and removal costs (0.8%)

Customers supported by scheme

Applications received April to end August : 509 Consistently at least 140 applications in each of July and August reaching target spend. Rising month on month with scheme awareness and engagement

• f authorised agencies.

Awards made: 428 Spend to end August = on target Changes made since April and subsequent Q1 review

• Need to include support for utility credit (Paypoint)
• Review potential for including more household good

Need to broaden out food provision

• Fast-track for first-time applicants
• Two food applications per year plus a third allowed for other goods
• Broadened out support on a one-off basis to vulnerable customers eg Trial support to locally-

based charity to provide first food parcel.

Customers supported

Support provided

What other help is available?

Qualitative & quantitative assessments show priority of need:

• Utility grants - a one off or provisional payment to clear debt on utility

accounts.

• Debt Support – outbound telephone advice re budgeting support for very

vulnerable customers of British Gas & Affinity Water following application

• Further Assistance Payments (FAPs) – help with a priority bill or

essential household purchase. Applicants do not need to have utility debt Wide range of help including:

• Household Items
• Boilers ( BGET)
• Bankruptcy Deposits
• Telephone/Utility Arrears or other priority debts
• Funeral Expenses (BGET)
• Rent/Council Tax Arrears
• Signposting to other services and support eg energy efficiency schemes

Note: FAP’s not available to AWS, npower or SEW customers

Why Charis?

Charis enables companies and organisations to reduce administrative

• verheads and focus on their core business by providing outsourced services

that are efficient and cost-effective. Grant management requires consistency, specialist knowledge and exacting attention to detail. Charis offer best practice and extensive expertise thanks to

• ur experience in administering award programmes. We reduce the burden of

managing and administering funding schemes for our clients, and have developed a holistic approach that enriches the overall process.

 Wealth of experience in scheme management, service provision & understanding of vulnerable issues.  Arms length assessment for vulnerable individuals & families.  Experienced staff with benefits and welfare knowledge  Secure data systems. All employees CRB checked.  Ease of application, web based information & online